The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach

The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, co...

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Main Authors:	Haque, A. K. M. Ahasanul, Sarwar, Abdullah Al-Mamun, Yasmin, Farzana, Anwar, Aftab, ., Nuruzzaman
Format:	Article
Language:	English
Published:	International Foundation for Research and Development 2012
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/1/Published_Copy_%28IMBR%29.pdf

id	iium-26464
recordtype	eprints
spelling	iium-264642013-06-29T02:58:41Z http://irep.iium.edu.my/26464/ The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach Haque, A. K. M. Ahasanul Sarwar, Abdullah Al-Mamun Yasmin, Farzana Anwar, Aftab ., Nuruzzaman HF5001 Business. Business Administration The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, correlations, principal component and exploratory factor analysis to establish the modified SERVQUAL scale’s reliability, underlying dimensionality and convergent, discriminant validity. This paper than utilizes the structural equation modeling technique to do confirmatory factor analysis and test the hypothesized positive inter-relationships between customer’s perception and customer satisfaction. This paper reviews and identifies essential service quality variables that are associated with the customer satisfaction in the private hospital. Customer satisfaction should reflect the need of healthcare quality requested by the customers, as direct and indirect relationships exist between personnel support and customer satisfaction and attention to customers and hospital facilities and between hospital facilities and customer satisfaction. The proposed model has been tested on only one private hospital in Malaysia due to short period. Due to this small sample size and the convenient method of data collection, there is a possibility of biasness of the authors may play a role in the outcome of the study. The main contribution of this study is that, it proposes a way to assess quality services in the private hospitals. This study has proposed a conceptual model that need further investigation and opens a way for future research. International Foundation for Research and Development 2012-05 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26464/1/Published_Copy_%28IMBR%29.pdf Haque, A. K. M. Ahasanul and Sarwar, Abdullah Al-Mamun and Yasmin, Farzana and Anwar, Aftab and ., Nuruzzaman (2012) The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach. Information Management And Business Review, 4 (5). pp. 257-267. ISSN 2220-3796 http://www.ifrnd.org/IMBR/Vol%204/4(5)%20May%202012/4.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Haque, A. K. M. Ahasanul Sarwar, Abdullah Al-Mamun Yasmin, Farzana Anwar, Aftab ., Nuruzzaman The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
description	The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, correlations, principal component and exploratory factor analysis to establish the modified SERVQUAL scale’s reliability, underlying dimensionality and convergent, discriminant validity. This paper than utilizes the structural equation modeling technique to do confirmatory factor analysis and test the hypothesized positive inter-relationships between customer’s perception and customer satisfaction. This paper reviews and identifies essential service quality variables that are associated with the customer satisfaction in the private hospital. Customer satisfaction should reflect the need of healthcare quality requested by the customers, as direct and indirect relationships exist between personnel support and customer satisfaction and attention to customers and hospital facilities and between hospital facilities and customer satisfaction. The proposed model has been tested on only one private hospital in Malaysia due to short period. Due to this small sample size and the convenient method of data collection, there is a possibility of biasness of the authors may play a role in the outcome of the study. The main contribution of this study is that, it proposes a way to assess quality services in the private hospitals. This study has proposed a conceptual model that need further investigation and opens a way for future research.
format	Article
author	Haque, A. K. M. Ahasanul Sarwar, Abdullah Al-Mamun Yasmin, Farzana Anwar, Aftab ., Nuruzzaman
author_facet	Haque, A. K. M. Ahasanul Sarwar, Abdullah Al-Mamun Yasmin, Farzana Anwar, Aftab ., Nuruzzaman
author_sort	Haque, A. K. M. Ahasanul
title	The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
title_short	The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
title_full	The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
title_fullStr	The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
title_full_unstemmed	The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
title_sort	impact of customer perceived service quality on customer satisfaction for private health centre in malaysia: a structural equation modeling approach
publisher	International Foundation for Research and Development
publishDate	2012
url	http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/1/Published_Copy_%28IMBR%29.pdf
first_indexed	2023-09-18T20:39:26Z
last_indexed	2023-09-18T20:39:26Z
_version_	1777409265695195136

The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach

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